EXTREMELY High Packet Loss (~90%)

[base742]

I own an IT Business and have a client that is experiencing slow speeds most of the time. I have verified the ISP is not having issues, there are no other network devices except the ISP Modem that is not producing a wifi signal and various other checks.

During the first speed test, my phone was connected to the network via 6E and got speeds upwards of 550Mbps. Then they next test taken 3 minutes later, the speed dropped to 85Mbps with 91% packet loss. This test was taken in the same spot the first test was taken. As I moved around in the home, the signal was always strong but the speed tests always said it had an 88%-95% packet loss and the tests never went above 109Mbps. I know it isn't my phone because my personal home network I don't experience packet loss higher than 2%. Once in a while, my client will say that he got his speeds back, but then 20 minutes later, tells me that the speeds are back down again.

Any ideas if this is a firmware issue or something else?

[Dan_A]

Hi base742,
 

That certainly isn’t the experience we want you to have, and we apologize for the delay. A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? Which Google/Nest router are we working with? What device are you using to set up your network (iOS or Android)? Do you have the Internet on your modem? What's the topology of your devices starting with your ISP modem?
 

You can do a sequential reboot of your entire network and see if that helps, or please perform a 2-minute power cycle on your entire network to re-establish the connection on your connected devices. Here's how: 
 

1. Disconnect the power from the modem.
2. Disconnect the Ethernet cable and power cord from the parent point.
3. Disconnect the power cord from the child points.
4. Leave everything unplugged for 2 minutes.
5. Connect the power cord to the modem then to your router and points.

Also, you can give these steps a try:

1. If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
2. Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
3. Remove any special characters in your network name and password.
4. Turn off IPv6:
   1. Open the Google Home app Google Home app.
   2. Tap the Wi-Fi coin  and then Settings.
   3. Scroll down and tap Advanced networking.
   4. Scroll down to IPv6.
   5. Toggle the switch off Toggle button off.
5. Change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
6. Unplug the power from your Google Wifi devices for 2 minutes.
7. If the issue persists, try factory resetting your network. Take note that this will delete all network data.

You may skip any step that you’ve done already.

Let us know how it goes.

Best,

Dan